It’s no secret that customers dislike waiting on hold. But hiring more agents in order to reduce wait times is rarely a cost-effective solution, and having enough agents to handle peak volumes means that staff sits idle when call volumes are low.
This is why an increasing number of contact centers are implementing a call-back solution. Replacing hold-time with a call-back can be an extremely effective way to solve the major problems that negatively impact your call center (e.g. high abandon rates, spikes in call volume, high cost-per-call, low customer satisfaction). Continue reading